Project Name
Optimizing Patient Communication with Automated Messaging
CLIENT OVERVIEW
Our client is a renowned multi-speciality hospital chain based in India. With multiple locations and a high patient influx, the hospital focuses on providing top-tier medical services. However, they encountered significant challenges in patient engagement and communication. Managing appointments efficiently, responding to patient queries on time, and ensuring compliance with data privacy regulations were key concerns. Due to these issues, patient satisfaction was declining, and the hospital was experiencing a high rate of missed appointments.
CHALLENGES
Before implementing SMS Ninja, the hospital faced multiple communication roadblocks:
- High Appointment No-Show Rate: The absence of automated reminders led to frequent missed appointments, affecting both patient health and hospital revenue.
- Inefficient Patient Query Management: The hospital’s support team struggled to handle patient inquiries across multiple communication channels, leading to delays and dissatisfaction.
- Compliance and Data Privacy Concerns: Handling sensitive patient information required a secure and encrypted communication platform to adhere to healthcare regulations.
OUR SOLUTION
To address these challenges, we integrated SMS Ninja within the hospital’s CRM system, leveraging Salesforce messaging capabilities to automate patient communication and engagement.
- Automated Appointment Reminders: Patients receive timely WhatsApp and SMS reminders for their appointments, reducing no-shows and ensuring better scheduling efficiency.
- AI-Powered Patient Query Handling: An AI-driven messaging assistant handles patient queries in real time, reducing the manual workload for hospital staff and ensuring faster responses.
- Secure Communication: End-to-end encrypted messaging ensures patient data privacy and compliance with healthcare regulations, mitigating security risks.
Qualitative Results
Before: 40% missed appointments
After: 16% missed appointments
Before: 20 minutes response time
After: 5 minutes reduced time
Before: 60% satisfaction rate
After: 90% satisfaction rate
Enhance Patient Engagement While Ensuring Compliance with Smart Automated Messaging!
